What Patients First Means in Action: The Power of Expertise & Teamwork

Sometimes Patients First means recognizing when a situation calls for an extraordinary response—and bringing the right people together to make it happen.

When PHM Account Representative Nnette Parker received a recent referral, the patient had already been waiting weeks for prescribed BiPAP ASV therapy through another provider. Nnette recognized the urgency and took action, quickly engaging experts across PHM to help get the patient’s care back on track.

Nnette brought together experienced team members across PHM’s Intake, Billing, and Scheduling teams, each playing a critical role. The order was reviewed and qualified the same day, and the following morning, the authorization was submitted and approved within minutes, allowing it to move directly to Scheduling.

For the referring provider, it demonstrated the expertise and commitment across PHM, and the team’s ability to come together when a patient’s situation calls for an extraordinary response. For the patient, it meant finally moving forward with the therapy their care team had prescribed.

This is what Patients First looks like—bringing together the right expertise, taking ownership, and going the extra mile when a patient needs us.